Senior IT Service Desk Analyst

We are looking for a committed and competent IT Service Desk Agent to become the new member of our Global IT Service Desk team in Manila. We are looking for a professional, responsible and self-reliant individual to help our Global IT Service Desk team in Avaloq which requires close collaboration with all IT team members and users worldwide.

Your key tasks

• Serve as the first point of contact for end users seeking technical assistance over the phone, email, and tickets
• Fixing the problems identified by users
• Capture and conduct progressive incident analysis and remediation of incidents
• Support end users via tickets, phone, email, and remote access
• Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders
• Documentation of systems, procedures and processes
• Processing IT service requests and managing the request fulfillment process
• Provide accurate information on IT products or services

Requirements

• 5 years of work experience as an IT Service Desk Analyst or comparable role
• Experience in providing 1st level support
• Experience with various Microsoft Windows client and server operating systems
• Experience with Microsoft 365 products (Office365, SharePoint, Teams, Exchange Online, etc.)
• Experience in Active Directory administration as IT service desk
• Good understanding of computer systems, mobile devices and other tech products
• Highly proficient in managing ticket SLAs
• Working experience in a global context is a plus
• Knowledge of ITIL Incident Management best practices
• It would be a real bonus if you have
• Highly proficient in spoken and written English
• High level of initiative
• Joy of learning
• Structured and goal-oriented way of working
• Strong organizational skills and process-oriented thinking
• Service-oriented team player/Service oriented mentality
• Exceptional analytical and problem-solving skills
• Advanced collaboration, communication, and interpersonal skills
• Excellent organizational and time management skills